Senior Customer Success Manager

The Customer Success Manager team are specialists in scaling our customers to the point of self-sufficiency and driving adoption. The team plays a pivotal role in ensuring the successful onboarding, implementation, enablement, and initial adoption of AI Hub for our enterprise customers. As a Customer Success Manager, you will be the customer's trusted advisor through the crucial initial stages of their engagement journey, setting the foundation for long-term success and maximizing the value they derive from our platform. What you'll do:

• Lead the onboarding process for new enterprise customers, ensuring a smooth and efficient transition to our AI Hub SaaS platform.
• Understand customer objectives and value drivers, collaborating with the rest of the account team to execute against the account plan.
• Lay the foundations for customer's organic growth and self-sufficiency.
• Provide hands-on product guidance and support throughout implementation and adoption, ensuring best practices are followed.
• Monitor customer health and leading indicators to proactively identify risks and issues and engage the right teams to mitigate them.
• Gather and relay customer feedback to internal teams, contributing to product enhancements and improvements.
• Continuously refine and improve onboarding, implementation, and enablement processes based on customer feedback and industry best practices.
  
  At your core, you are an impeccable relationship builder and can build trust with internal and external stakeholders.
• Proven track record in managing and supporting enterprise customers onboard and scaling their use of SaaS platforms.
• Strong technical background, ideally with an interest in AI or machine learning. Ability to understand and explain complex technical concepts to non-technical stakeholders.
• You love to get your hands on the product, to demo, provide feedback, and enable customers to solve real problems.
• Demonstrated success in a customer success or technical account management role, with a track record of driving customer satisfaction and adoption.
• Excellent project management skills when coordinating multiple internal and external initiatives.
• Strong problem-solving skills with the ability to diagnose issues, develop solutions, and drive continuous improvement.
• Experience acting as a customer advocate within an organization, ensuring customer needs and feedback are effectively communicated and addressed.
  
  At Instabase, we're passionate about democratizing access to cutting-edge AI innovation to enable any organization to solve previously unsolvable unstructured data problems in their industry. With customers representing some of the largest and most complex organizations in the world, and investors like Greylock, Andreessen Horowitz, and Index Ventures, our market opportunity is near infinite.
Instabase offers a consumption-based pricing model where customers can pay only for what they use, aligning directly with the value our products deliver. It empowers our clients to explore our AI Hub platform features extensively, enabling them to uncover crucial business insights. This customer-centric model allows Instabase to glean insights from diverse use cases and behaviors, ensuring we deliver top-tier solutions that provide unmatched advantages for everyday business operations. With offices in San Francisco, New York, London and Bengaluru, Instabase is a truly global company. We are people-first, and we've built a fearlessly experimental, endlessly curious, customer obsessed team who work together and help organizations around the world turn their unstructured data into insights instantly.

For UK-based roles, the base salary range for this role is £80,000 to £95,000 + bonus, equity, and . The actual pay may vary based on factors such as experience and interview performance. #LI-Hybrid Instabase is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.